Help Desk Spec I (H)

At Agile Defense we know that action defines the outcome and new challenges require new solutions. That’s why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.

Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility—leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation’s vital interests.

Requisition #: 399

Job Title: Help Desk Spec I (H)

Location: Bldg 5308, Sparkman Center Redstone Arsenal, Alabama 35898

Clearance Level: Active DoD - Secret

Required Certification(s): 

·    Security + certification required

SUMMARY

A full range of information technology (IT) support services is necessary to satisfy enterprise missions, goals and objectives in the areas of IT Services, Enterprise Design/Integration/Consolidation, IT Education/Training, IT Program/Project Management, Systems Operations and Maintenance, Network Support, and embedded Information Systems Security, Cyber Security and Information Assurance to the Program Executive Office Aviation (PEO AVN) Information Technology Support Services.

JOB DUTIES AND RESPONSIBILITIES

·       Under direct supervision, performs general maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment located throughout the organization.

·       Maintains an adequate spare parts inventory of systems, subsystems, and component parts used in repair work.

·       Respond to telephone calls and e-mail messages from customers with computer/software problems.

·       Diagnose the nature of the problem and walk the customer through the problem-solving steps.

·       Provide technical assistance for mobility devices to include technical guidance, utilization and troubleshooting training, and configuration of new devices as well as sustainment of existing devices adhering to Defense Information Systems Agency (DISA) DoD Mobility Unclassified Capability (DMUC) policies, procedures, and guidance.

·       Develop, update, and maintain records of mobility devices within designated Government applications/solutions and mobility service provider.

·       Provide technical assistance and support services, including receiving, logging, routing, resolving trouble calls, and foll ow-up reporting.

QUALIFICATIONS

Required Certifications

·       A+ or Sec+ CE= HDI Support Center Analyst.

Education, Background, and Years of Experience

·       Less than 5 years' experience

·       AA or 2 yrs technical school

Required Skills

·       Hands on experience with Microsoft Windows 10/11 OS.  

·       Hands on experience with Office 365 (or 2016-present)

·       Hands on experience installing and removing Applications within Windows OS.

·       Skill in conducting research for troubleshooting    

·       KSAT (Knowledge, Skill, Ability, Task)

·       Knowledge of basic physical computer components and architectures.

·       Knowledge of systems administration concepts.

·       Knowledge of the operations and processes for incident, problem, and event management.

·       Knowledge of cybersecurity principles.

·       Knowledge of computer networking concepts and protocols, and network security methodologies  

·       Familiarity with Acceptable Use Policies, Standard Operating Procedures, etc. 

·       Familiarity with troubleshooting Hardware issues such as Memory, Battery, Keyboard, Speakers, etc.

·       Familiarity with Microsoft Active Directory (Hands on preferred)

·       Familiarity with Network Printers

·       Familiarity with IT Service Managment System (for example - Service Now, Remedy, etc.)

WORKING CONDITIONS

Environmental Conditions

·       The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

Strength Demands

·       Sedentary – 10 lbs. Maximum lifting, occasional lift/carry of small articles.  Some occasional walking or standing may be required.   Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Physical Requirements

·       Stand or Sit; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; See

Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together. What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are.

Happy - Be Infectious.

Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.

Helpful - Be Supportive.

Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.

Honest - Be Trustworthy.

Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.

Humble - Be Grounded.

Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.

Hungry - Be Eager.

Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.

Hustle - Be Driven.

Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)